Returns

Everything You Need to Know About Returns

Right of withdrawal

A customer who is a consumer, as well as a natural person concluding a contract not directly related to his or her business activity, has the right to withdraw from the sales contract without giving any reason within 14 days from the date on which he or she came into possession of the goods or on which a third party indicated by the customer (other than the carrier) came into possession of the goods.

To exercise the right to withdraw from the contract, the Customer must make an unequivocal declaration:

• by e-mail to the following address: shop@wislakrakow.com , or
• by mail to the following address: TS Wisła Kraków SA, ul. Reymonta 20, 30-059 Kraków.

You can use the sample withdrawal form included in the store's regulations, but this is not obligatory.

Consequences of withdrawal from the contract

In the event of withdrawal from the contract, the Seller shall return to the Customer all payments received, including delivery costs (except for additional costs resulting from the Customer's choice of a delivery method other than the cheapest, standard delivery method available in the store), immediately and in any case no later than within 14 days from the date of receipt of the declaration of withdrawal from the contract.

Refunds will be made using the same payment method used for the initial transaction, unless the Customer expressly agrees to a different refund method that does not incur any costs for the Customer.

Return of goods

The Customer is obligated to return or hand over the goods to the Seller immediately, and in any event no later than 14 days from the date on which they notified the Seller of their withdrawal from the sales contract. The deadline is met if the Customer returns the goods before the 14-day period expires.

Goods should be returned to the following address:

TS Wisła Kraków SA
Reymonta Street 20
30-059 Krakow

Condition of the returned goods

The returned goods should be packed in a way that protects them against damage during transport (if possible in the original packaging) and should:

• not show any signs of use beyond normal inspection of the product,
• have original tags, a complete set of elements and accessories,
• be returned together with the documents received at the time of purchase (if applicable).

The customer is liable for any reduction in the value of the goods resulting from their use in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Return costs

The direct costs of returning the goods (e.g. return shipping costs) are borne by the Customer.

Exclusions from the right of withdrawal

The right to withdraw from the contract does not apply in cases provided for in applicable regulations, in particular in relation to:

• goods manufactured according to the customer's specifications or intended to meet their individual needs (e.g. personalized products),
• goods delivered in sealed packaging that cannot be returned once opened for hygiene or health protection reasons,
• goods that spoil quickly or have a short shelf life,
• audio or video recordings and computer programs delivered in a sealed package, if the package has been opened after delivery.

Unclaimed orders

If the Customer fails to collect the ordered goods within 14 days of being notified of the availability of collection, the Seller will set an additional 7-day collection deadline. After this deadline, the Customer will be deemed to have withdrawn from the sales contract. The Seller will refund the Customer the price paid, and the goods will be returned for resale.

What Are Returns?

Returns refer to the process of sending back a product to the seller after a purchase. Customers might choose to return items for various reasons, such as receiving the wrong item, dissatisfaction with the product, or finding defects. Understanding returns is crucial for both consumers and businesses. Companies often have return policies in place to outline the conditions under which customers can return products. Therefore, clear communication regarding these policies enhances customer satisfaction and trust.

Why Are Returns Important?

Returns play a significant role in the retail ecosystem. They not only provide customers with peace of mind but also influence purchasing decisions. When buyers know they can easily return products, they are more likely to make a purchase, as it reduces their perceived risk. However, returns can also impact a business financially because they can increase operational costs and affect inventory management. Hence, businesses must find a balance between maintaining a customer-friendly return policy and managing associated costs.

Phrases to Use During Returns

When dealing with returns, using the right phrases can facilitate smoother communication. For example, phrases like 'I would like to return this item,' or 'Can you help me with the return process?' are precise and clear. Additionally, it's important to ask about return policies and any time limits. By using these specific phrases, customers can ensure their requests are understood, which can lead to a more efficient return experience. Knowing what to say helps both parties to navigate returns effectively, resulting in a positive outcome.